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I upgraded to an Apple Watch Ultra 3 and activated it on my Verizon account. After activation, my multi-factor authentication (MFA) phone number was automatically switched to the watch’s line. I do not have direct access to the watch’s number because it uses Number Share and, in effect, shares my cellphone’s phone number. This means I cannot receive MFA login codes—so I am locked out of my account.
I’ve tried to resolve this through support, but was told both my numbers are SIM-locked and they couldn’t help for another 30 days. Support also deactivated my account, had me re-register, and the issue still wasn’t fixed. The representatives seemed unsure how to proceed and, ultimately, closed the case without resolution.
Is there a way to restore my MFA/verification code delivery to my main cellphone number? Any advice or step-by-step guidance would be greatly appreciated, especially if anyone has successfully resolved this after an Apple Watch activation.
Solved! Go to Correct Answer
This has been resolved. Verizon Wireless customer service raised a ticket to backend support on Wed, Oct 8th at 9:54 am ET, and I received a resolution on Sat, Oct 11th at 1:51 pm ET. Support called and text messaged me to let me know this was a fraud prevention feature that would kick in automatically. They requested that I authenticate using another phone number you own. The problem for me is that I own the second number the MFA codes were sent to, but it's not active because I use number sharing for my watch. I was told to give up to a week for my active phone number to switch back for receiving MFA codes, and as of today, Oct 15th at 3 pm ET, its back in order.
I would like to know if I should have paid for the 2nd number when I got my first Apple Watch years ago, when I was told I had to have one. Now, today, I'm using number share, etc.
We've got your back! Sending you a Private Note now.
-Cryssie
Can you disable the Number Share, then check My Verizon to see that MFA is going only to the phone? If the SIM Protection feature is what's causing the issue, then turn that toggle off in My Verizon and wait for a while - website says at least 15 minutes - and then see if you can change anything. CS can't shut off SIM Protection as that's something only account owners can do.
This has been resolved. Verizon Wireless customer service raised a ticket to backend support on Wed, Oct 8th at 9:54 am ET, and I received a resolution on Sat, Oct 11th at 1:51 pm ET. Support called and text messaged me to let me know this was a fraud prevention feature that would kick in automatically. They requested that I authenticate using another phone number you own. The problem for me is that I own the second number the MFA codes were sent to, but it's not active because I use number sharing for my watch. I was told to give up to a week for my active phone number to switch back for receiving MFA codes, and as of today, Oct 15th at 3 pm ET, its back in order.
I would like to know if I should have paid for the 2nd number when I got my first Apple Watch years ago, when I was told I had to have one. Now, today, I'm using number share, etc.
statikdc We would be happy to look into this more with you. I will be sending you a PM.
-Harry
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